Course: Services Marketing

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NMIMS Global Access

School for Continuing Education (NGA-SCE)

Course: Services Marketing

Internal Assignment Applicable for June 2017 Examination

Assignment Marks: 30

Instructions:

·       All Questions carry equal marks.

·       All Questions are compulsory

·       All answers to be explained in not more than 1000 words for question 1 and 2 and for question 3 in not more than 500 words for each subsection. Use relevant examples, illustrations as far as possible.

·       All answers to be written individually. Discussion and group work is not advisable.

·       Students are free to refer to any books/reference material/website/internet for attempting their assignments, but are not allowed to copy the matter as it is from the source of reference.

·       Students should write the assignment in their own words. Copying of assignments from other students is not allowed.

Question. 1. A reputed pizza company wants to make its foray in launching burgers. You have been appointed as a Marketing Manager & have to develop the 7 P’s of Marketing. What will you do so as to create a USP? Also what will be the advertising strategy for the same?

Note: Assumptions should be supported with relevant justification (10 Marks)

Answer: When we talk about reputed pizza company then Pizza hut can certainly be the one of them. This is something that everyone knows but what is the secret behind their popularity that we can talk about it right here? Well, it is marketing strategies and other business efforts that makes it possible for such companies to grow to such large level.

Pizza hut is one of the main pizza fast food chains in India.

Question. 2. Develop a Service Blue print with the diagram for any organisation in organized retail industry (10 Marks)

Answer: The service blueprint is a procedure initially utilized for administration plan and development, yet has additionally discovered applications in diagnosing issues with operational productivity. The procedure was first portrayed by G. Lynn Shostack, a bank official, in the Harvard Business Review in 1984. The administration outline is a connected procedure graph which demonstrates the administration conveyance handles from the client's point of view. The service blueprint has turned out to be a standout amongst the most broadly utilized instruments to oversee benefit operations, benefit plan and service positioning.

The first original service blueprint is a

Question. 3. Read the following Case & solve the questions given:

Amol booked a table in a restaurant for 12 people at the beginning of the Diwali period to celebrate the festive season with his family and friends. He had been a regular visitor to Moti Restaurant and had developed loyalty for this place famous for South Indian food. Most of his friends were from the South, so he preferred to treat them at Moti. Another reason for his selection was that the patron of Moti, Raj Kumar knew him well. Since he was regular visitor, he was quite confident that this dinner would be a success. Three days before the scheduled get-together dinner Amol spoke to Raj Kumar and asked him to increase the booking to 16. He looked busy but informed Amol it would be quite in order and he looked forward to seeing Amol and party later that week. As per programme's, all Amol’s friends met at his residence at 7.00 p.m. on the appointed day and after having a cup of coffee left for Moti to be there at the schedule time of 8.30 p.m. They were all relaxed and exchanged jokes on their way and reached the restaurant at 8.20 p.m.

With slight difficulty, they located parking place at three different locations for the four cars in which they were traveling. The guests arrived at the restaurant on time and Amol was taken aback to find that the table has been set only for 12 persons. Raj Kumar came over seeing a large group gathered around the small table laid in one

a) What according to you are the causes of poor delivery in this case? (5 Marks)

Answer: Customer service, the collaboration between the customer and the provider is an essential piece of the acquiring and client encounter, and all things considered, is the way to proceed with accomplishment in business.

What are the explanations behind poor delivery service and customer service?

1. Individuals are not prepared. At the point when an association does not invest the energy to completely prepare their kin the outcome is poor administration.

Solution: Dedicate assets (time and cash) for preparing and fortification. Workers ought to be completely educated about organizational objectives,

b) What steps could have been taken to rectify the situation as a service recovery strategy? (5 Marks)

Answer: When an service failure happens and when the failure is tended to through a recuperation activity, it is critical to assess the viability of the recuperation. As said before, this exploration sets that the recuperation's adequacy can be approximated by the client's WTR. WTR may prompt rehash buy which is a standout amongst the most critical variables of

Dear students get fully solved assignments

Send your semester & Specialization name to our mail id :

  “ help.mbaassignments@gmail.com ”

or

Call us at : 08263069601

(Prefer mailing. Call in emergency )